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Inspection Summary

Overall summary & rating


Updated 3 April 2019

About the service:

Primley House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Primley House accommodates up to 39 people in one adapted building. At the time of our inspection there were 34 people living in Primley House. The home supports people with different needs and backgrounds, including people with mobility needs, health needs and mental health needs.

People’s experience of using this service:

•People spoke very highly of the care they received at Primley House. The service had strong person-centred values and placed people’s wellbeing at the heart of their work. People received exceptionally personalised support which met their needs and preferences.

•The registered manager was passionate about continuous improvement and implemented ideas and new ways of working in order to better people’s care and wellbeing. For example, the service had developed a relationship with the local primary school and the local nursery. This brought people a great deal of pleasure. The home also held regular fund-raising events, parties and fetes where people, relatives, staff and members of the public were welcome.

•People were fully involved in the planning and delivery of their care and encouraged to share views and make suggestions about the way the home was run. People were given as many choices as possible and were encouraged to have control and be independent.

•People were given access to a wide range of activities which met their personal preferences. Staff knew people well and were described as being kind and caring. Staff were provided with the training, supervision and support they needed to care for people well.

•The home delivered outstanding end of life care to people. The service was passionate about ensuring people received dignified and respectful end of life care which met their personal needs and preferences. The service had also created a memory garden to show respect for people who had passed away. Each time a person sadly passed, staff planted a rose in this garden to remember them by. This brought comfort to relatives, people who lived in the home and staff.

•Risks to people’s health, safety and wellbeing were assessed and acted upon. During our inspection we identified some medicine stocks did not tally with the stocks recorded on people’s medicine administration records. However, following our inspection the registered manager conducted an audit of medicines and was able to assure themselves and us that people had been receiving their medicines as prescribed.

•People were protected from potential abuse by staff who had received training and were confident in raising concerns. There was a thorough recruitment process in place that checked potential staff were safe to work with people who may be vulnerable.

•The service had recently changed their care planning system from a paper to a digital format. We found people’s care plans contained clear information about their needs, but further improvements were needed with regards to the amount of personal information and preferences available. People were clear that staff knew them and how to care for them in the way they wanted.

•There was strong leadership at the service. People and staff spoke highly of the management team and there was a positive culture at the service with people and staff feeling their voices were listened to.

•There were effective quality assurance systems in place to assess, monitor and improve the quality and safety of the service provided. More information is in the full report.

Rating at last inspection: At the last inspection the service was rated Good (20 October 2016). It was rated Good in the Safe, Caring, Responsive and Well-led key questions and Requires Improvement in the Effective key question.

Why we inspected: This insp

Inspection areas



Updated 3 April 2019

The service was safe

Details are in our Safe findings below.



Updated 3 April 2019

The service was effective

Details are in our Effective findings below.



Updated 3 April 2019

The service was caring

Details are in our Caring findings below.



Updated 3 April 2019

The service was exceptionally responsive

Details are in our Responsive findings below.



Updated 3 April 2019

The service was well-led

Details are in our Well-Led findings below.